Helpdesk Supervisor / Senior Helpdesk agents

Job Responsibilities:

• Sustain the Tier-1 hotline operation to fulfill customer contract requirement and scope of work.
• Maintain a positive attitude while leading a team of around 7+ service agents in an efficient and productive manner.
• Enhance and update operating procedures and continually improve marketable services.
• Fulfill all contract scope and ensure all overcharges are arranged on time.
• Create and deliver monthly, weekly, and daily reports on time based on services contract scope from customers.
• Communicate effectively between the support team, Service Manager, Operations Manager, and customers to maximize benefits for each party.
• Resource arrangement for contract scope, non-office jobs, regular tasks, leave arrangements, and ad-hoc requests.
• Arrange training for new joiners and fulfill regular training for the team.
• Handle customer complaints and commit to service improvements.
• Attend customer service review meetings when necessary.

Job Requirements:

• Diploma or above education.
• Good Cantonese, English, and Mandarin for communication and documentation.
• At least 3 years of working knowledge of helpdesk operations (for Senior Helpdesk Agents).
• At least 5 years of working knowledge of helpdesk operations (for Senior Helpdesk Agents).
• Must be an excellent communicator and speaker in both written interactions and face-to-face customer service interactions.
• Preferred people management experience of more than 2 years (for Supervisor role).

*** Please provide your expected salary in your CV for reference *** Interested parties, please send your detailed resume with current and expected salary to our Human Resources Department by email to hro.admin@ecfix.com . All information provided will be treated in strict confidence and used solely for recruitment purposes. The resume will be retained for a period of two years for future recruitment purposes within our group and clients. #J-18808-Ljbffr